This opportunity is closed for applications

The deadline was Tuesday 19 January 2021
NHS Blood and Transplant

User Centred Design Partner

14 Incomplete applications

8 SME, 6 large

9 Completed applications

5 SME, 4 large

Important dates

Published
Tuesday 5 January 2021
Deadline for asking questions
Tuesday 12 January 2021 at 11:59pm GMT
Closing date for applications
Tuesday 19 January 2021 at 11:59pm GMT

Overview

Summary of the work
Looking for a strategic partner to work alongside our internal Design function, enabling us to embed a human centred, user centric design process aligning to NHSBT and GDS/NHSX principles.  
 The partner must have a demonstrable track record of delivering high quality end to end user and service design
Latest start date
Monday 1 March 2021
Expected contract length
24 Months
Location
London
Organisation the work is for
NHS Blood and Transplant
Budget range

About the work

Why the work is being done
NHSBT is looking for a strategic partner to help build our internal capability in Service and User Centred Design, enabling us to deliver multiple strategic and tactical initiatives. NHSBT has an ambitious programme of change; with the focus on design from the outset, NHSBT aims to deliver significant value for the organisation and its customers. 
 The chosen partner must have a demonstrable track record of delivering high-quality user and service design and supplementary resources to a wide variety of clients, including closely regulated organisations.
Problem to be solved
The service will provide resources to supplement existing NHSBT Design teams where there are: 
- Resource shortfalls 
- Additional or specific expertise is required 
- Discovery team leadership /direction is required to create strategies and or 1- 3yr roadmaps 
- Support is required to help define design standards, principles or patterns   
- Other requirements to mature the Design Function 
 
The service is expected to provide highly experienced User Researchers, Business Analysts, Service Designers and Content Designers. 
NHSBT requires the team to work according to appropriate delivery methodologies and meet the GDS service standard https://www.gov.uk/service-manual/service-standard
 •Work to a consistent set of standards and share knowledge and experience with NHSBT, embedding a product and service centric mindset to drive a change in culture. 
•Bring their experience to drive up reusable and data-driven design, ensuring interoperability and capitalise on existing capabilities. 
•Harmoniously co-exist and collaborate throughout NHSBT, understanding the culture and values of the organisation 
•To be delivery and outcomes focussed 
 
NHSBT envisage that the successful supplier will have embedded design resources with knowledge and experience around Service Design, User Research, Design and User Centred Design as well as the relevant accreditations.
Who the users are and what they need to do
NHSBT Strategy teams who need to understand how the existing as well as future required capability maps to the Business Strategy 
Business and Service Owners who need to understand how the service will deliver their requirements. 
CDIO who needs a 3-5 year roadmap which will meet the business needs, increase reuse, improve time to market, reduce overall IT spend and reduce overall IT risk. 
Programme and Project Managers who require fast turnaround, projects delivered to time, cost and quality to be used by downstream programme and project resources. 
Head of Design who requires a reliable, responsive, value add service that will rapidly mature the Design capability of NHSBT and help to deliver the organisations overall objectives 
 
Users will be defined in the individual Statements of Work.
Early market engagement
Any work that’s already been done
Existing team
The supplier will be working with NHSBT's internal Design team, Business stakeholders and Business SME's, Product/Service Owners, Service Designers, Business Analysts, User Researchers, supplier technical SME's, internal Solution Delivery teams, Security and Information Governance teams, Technology Services, Product Centres, Service Management, Project and Programme Managers and other relevant stakeholders.
Current phase
Discovery

Work setup

Address where the work will take place
Including but not limited to:
Filton Blood Centre, 500, North Bristol Park, Filton, Bristol BS34 7QH
NHSBT, Fox Den Road, Stoke Gifford, Avon, Bristol BS34 8RR
Birmingham Donor Centre, 65 New St, Birmingham B2 4DU
West End Donor Centre, 26 Margaret St, Marylebone, London W1W 8NB
Working arrangements
Individuals must be available to travel to NHSBT Centres in (but not limited to) Birmingham, Bristol and London. Work will be conducted both face to face and remotely via Skype, Teams etc.
Individuals must comply with the NHSBT Expenses Policy.
Subject to any changes in policy, the resources will provide their own laptops and mobile phones for use on NHSBT premises. NHSBT provides secure access to its network as required.
Security clearance

Additional information

Additional terms and conditions
Suppliers will provide a minimum of two relevant candidates for each role requested by NHSBT within 10 working days.

Skills and experience

Buyers will use the essential and nice-to-have skills and experience to help them evaluate suppliers’ technical competence.

Essential skills and experience
  • Evidence a methodology for Service Design and User Research, embedding a user centric design culture and resources for 3+ organisations in the last 5 years, showing the %-mix of resources
  • Evidence your ability and track record to provide all roles and expertise as detailed in the requirement for this service with all resources meeting the GDS service standard
  • Please demonstrate where you have increased the level of user centred design maturity within an organisation
  • Evidence resources having worked with different methods of project delivery e.g.Waterfall, Agile, Hybrid models.
  • Provide evidence of practical experience of successfully working in a highly regulated environment. This mandates a level of rigour and the regulatory environment is similar to pharmaceutical manufacturing
  • Provide details of your experience in supplying User Centred Design resources, highlighting key projects, the resources you supplied have been involved in
  • Provide a Technical Account Manager with experience in leading on cultural alignment within an organisation by growing a pool of resources that are trained on such organisation’s processes/procedures in advance
  • Provide information of alignment with IR35 requirements for the public sector in running managed business design services if your service includes associate/contract resources
  • Knowledge and experience in NHSBT processes/procedures or for any other similar organisations/working environments
  • The Supplier will produce a resource rate card that outlines the resource costs against the professional roles detailed and demonstrate how they would bill NHSBT against these
  • The Supplier shall outline any additional costs to maintain the service, outside of call off costs for supplying resources
  • The Supplier shall replace poor performing staff or staff that demonstrate unsuitable behaviour with a maximum 5 working days subject to agreement at no extra cost to NHSBT
  • NHSBT expect the engagement method to be either fixed price statements of work or time and materials, the supplier must be able to respond to both methods of engagement
  • Demonstrate experience of influencing, implementing and using Design best practice within a large-sized (5k+ employees) client organisation.
  • Suppliers will provide a minimum of two relevant candidates for each role requested by NHSBT within 10 working days
Nice-to-have skills and experience
Provide a list of key SLAs that a World Class Design Service should be measured against

How suppliers will be evaluated

All suppliers will be asked to provide a written proposal.

How many suppliers to evaluate
3
Proposal criteria
  • Describe the number and experience of resources you can supply,provide example CVs for identified roles.Specify if resources are directly employed or not.(3%)
  • Demonstrate experience of influencing, implementing and using Design best practice within a large-sized (5k+ employees)client organisation including reporting & management with examples (10%)
  • Provide evidence of value added to one of your clients in optimisation of the design process (5%)
  • Provide 3 case studies that evidence your previous experience and approach to embedding a User Centric Design culture in similar sized organisations. (5%)
  • Elaborate on your process of responding to SoWs - process from receipt of request,templates used, stakeholder reporting during fulfilment & SLAs used in delivering project resources by role type(2%)
  • Provide details of how you will work with NHSBT team to share knowledge and critical success factors for successful delivery across the organisation and increase our design capability(10%)
  • List SLAs that the Design Service should be measured against.Provide examples of reporting dashboards used including value for money,value add and quality of service reporting examples.(2%)
  • Demonstrate approach to quality management of design deliverables (3%)
Cultural fit criteria
  • Describe your approach and method for delivering the scope and requirements described for the strategic partnership.(5%)
  • Detail your knowledge and experience in NHSBT design processes/procedures or for any other similar organisations/working environments(10%)
  • Provide details of how you will ensure NHSBT is provided with highly professional experts with strong communication and interpersonal skills that embeds a knowledge transfer ethos.(2.5%)
  • Provide details of your experience in supplying User Centred Design resources, highlighting the key projects the resources you supplied have been involved in.(2.5%)
Payment approach
Capped time and materials
Additional assessment methods
  • Case study
  • Work history
  • Reference
  • Presentation
Evaluation weighting

Technical competence

45%

Cultural fit

20%

Price

35%

Questions asked by suppliers

1. Please could the authority confirm their reasons for re-procuring these services?
Due to increase in activities requiring support.
2. You have included a number of statements of fact among the ‘essential skills’ section of the response, including for eg “NHSBT expect the engagement method to be either fixed price statements of work or time and materials, the supplier must be able to respond to both methods of engagement”. How do you expect bidders to reply to these?
Suppliers are expected to confirm ability to do this with relevant examples.
3. Please clarify the total budget available for this contract.
Approx £3m pa
4. 1. Who’s in the incumbent and how long they have been the incumbent?
2. Who’s on the panel?
Incumbent - Future Gov.
The panel is
Harj Toor – Head of Design
Rebecca Tinker – Digital Delivery Director
5. Does the 19th January deadline relate to answers to the initial 16 questions regarding essential skills? Or does it relate to the full proposal that you’ll evaluate for 3 suppliers?
19th of January is deadline for responses to the essential and nice to have questions.
6. Does the 19th January deadline relate to answers to the initial 16 questions regarding essential skills? Or does it relate to the full proposal that you’ll evaluate for 3 suppliers?
19th of January is deadline for responses to the essential and nice to have questions.
7. Can you clarify this question – Provide a list of key SLAs that a World Class Design Service should be measured against.
Does this mean you are looking for performance indicators/ measuring metrics of success? What do you see as you most valuable metrics?
Yes, we are asking for the suppliers to define what success would look like and how that would need to be measured.
8. To what extent is the emphasis on delivering pieces of work versus upskilling and training for NHSBT teams?
This would be dependent on the needs for specific pieces of work but the expectation is that whilst delivering any piece of work knowledge transfer is transferred to the internal team.
9. Are there any design or service systems, standards or principles specific to NHSBT besides the expected GDS and NHS(X) standards?
Also NHS Digital
10. What is the current NHSBT internal design function? Roles/size of team etc.
Head of Design and 7 Business Analysts
11. For the questions outlined below do you require us to simply confirm that we will comply with the stated requirement or do you require a description of our typical approach and capabilities?
• Suppliers will provide a minimum of two relevant candidates for each role requested by NHSBT within 10 working days
Suppliers are expected to confirm compliance to do this and describe typical approach and capabilities.
12. For the questions outlined below do you require us to simply confirm that we will comply with the stated requirement or do you require a description of our typical approach and capabilities?
• The Supplier shall replace poor performing staff or staff that demonstrate unsuitable behaviour with a maximum 5 working days subject to agreement at no extra cost to NHSBT
Suppliers are expected to confirm compliance to do this and describe typical approach and capabilities
13. For the questions outlined below do you require us to simply confirm that we will comply with the stated requirement or do you require a description of our typical approach and capabilities?
• The Supplier will produce a resource rate card that outlines the resource costs against the professional roles detailed and demonstrate how they would bill NHSBT against these
Suppliers are expected to confirm compliance to do this and describe typical approach and capabilities
14. Will the new supplier be working alongside FutureGov, or will the new supplier with more capacity entirely replace Future Gov?
This successful supplier would be the partner for user centred design.
15. For your question about alignment with IR35 requirements, is it possible for bidders to still score a “3” if they have no need to comply (as they entirely use their own workforce)?
This is possible and depends on how they evidence not needing to comply to IR35.
16. Question 2 asks for “all resources meeting the GDS service standard”. Do you mean “give an example of where a delivered service met the standard”, or do you mean that the team members should each have GDS experience?
It is the latter.
17. Question 1 requires suppliers to provide time-dated information on three or more projects, with detail on each, which is a lot to fit into just 100 words. Is there any way you can permit more than 100 words for this key question? On other Digital Marketplace bids, the buyer allows 2x100 words for responses of this complexity. Similarly, the last NTH question would benefit from allowing more than 100 words
Suppliers should please adhere to the 100 word limit. Evaluators will only read the first 100 words.
18. You indicate that, post-COVID, people may be required to work in London, Bristol or Birmingham. Will the stage 2 pricing model permit for different rates for London-based staff?
The pricing model does not permit different rates across locations
19. When suppliers offer two or more candidates for each role, how will you select the people you wish to take – by CV review or by interview?
By review and interview.
20. The current phase is listed as “Discovery” but the description sounds like you want the ability to call on any of the resource types to assist in projects at any stage of Disco, Alpha, Beta. Is that correct?
That is correct, the discovery phased referred to relates to the current stage of human centred design at NHSBT.
21. Based on your current plans, please could you indicate approximately how many of each role type you may need at any one time? Or how frequently you envisage issuing SOWs to be resourced?
It is not possible to approximately state, but there may be a requirement for up to 15 of each role at any given time. SOW are completed on a weekly basis currently.
22. Of the four key role types, will you want people at varying grades (Junior, Std, Senior)?
Yes.
23. When is the deadline for clarification questions?
Deadline was 12th of January.